Apple Launches Redesigned AppleCare Website With 24/7 Live Chat Support

Monday August 26, 2013 5:15 pm PDT by Juli Clover

Apple has launched a newly redesigned AppleCare website that includes 24/7 live chat support, reports 9to5Mac. First rumored in early August, the redesign includes large, easy-to-click buttons and a simpler design.

The page features links to each of Apple's products, including Macs, iPods, iPhones, and iPads, as well as a number of services including iTunes and other apps.

When clicking one of the aforementioned categories, the site will offer further options. For example, in the iPhone section of the help site, users are presented with simple topic problems to narrow down the scope of an issue.

After an issue has been selected, customers are able to talk to choose from several different help options, including a phone call with Apple Support, a live chat session, or an in-person appointment at the Genius Bar or other Apple Authorized Service Provider.

According to 9to5Mac, both the site design and the 24-hour chat support are being introduced to customers on a rolling basis.

On the topic of live chat support, we're told that 24/7 chat support has begun rolling out. Initially, the support was limited to certain hardware and software, but now Apple is supporting both Mac and iOS Device support at every hour of the day and night.

While the new AppleCare site has begun going live for some readers, other users are reporting that they are still seeing the old website. It is likely that Apple will complete the release of the redesign in the coming days.

Following its Support site redesign, Apple is expected to make significant changes to its AppleCare services in the coming months, aiming to switch to per-user AppleCare subscription plans rather than offering specific device coverage. Apple has also begun to perform more iPhone repairs in house, electing to replace displays and other parts instead of providing device replacements.

You'd rather trust a chatroom rather than speak to somebody in person? :eek:

Honestly, this is what's wrong these days. Everyone cowers behind a keyboard. In 10 years I predict "Interpersonal Skills" will be an upper level course offered at major universities.

Amen! Being mid-30's, my friends and I often discuss how we're "in between" the age demographics of tech savvy and tech dependent. It's sad how many college graduates lack social skills necessary in work and life (horror stories from H.R. friends). Anti-social networking and a dependence on tech to create a "perfect" edited persona have created a world of false idealism with a crispy anti-social coat.

Great quick video on this topic, very eye opening:

Loneliness Illustrated So Beautifully You Will Need To Tell Someone (http://www.upworthy.com/loneliness-illustrated-so-beautifully-you-will-need-to-tell-someone?g=2)

I applied for this position back in May 2013. It was for an in-home AppleCare advisor. You had to be available to work part-time hours, including either Saturday or Sunday, hours to be determined. A landline was required. Apparently the pay isn't too great (or else I believe my knowledge of Apple products is over-rated).

But the final insult was, no matter what version of Apple OS you use or how many Apple products you own and use, they required knowledge of Windows... which gave me an idea of the kind of customers I would be dealing with.

We have whats called a recovery kit which we can send out to you. It will usually arrive within about one to five business days. Once you receive the recovery kit you will put your iPhone 5 inside the recovery kit and send it back to us. Once we receive it we will dispatch another iPhone 5 out to you. Which will usually take around one to five business days for you to receive it. How does that option sound?

That sounds like the worst idea I've ever heard. You honestly expect me to be without my iPhone for over a week?

I do apologize for the inconvenience. We do have another called express replacement. However for security reasons express replacement must be setup by one of our phone advisors. If you like I can explain how express replacement works and schedule a call back with one of our phone advisor afterwards for you. How does that sound?

I applied for this position back in May 2013. It was for an in-home AppleCare advisor. You had to be available to work part-time hours, including either Saturday or Sunday, hours to be determined. A landline was required. Apparently the pay isn't too great (or else I believe my knowledge of Apple products is over-rated).

But the final insult was, no matter what version of Apple OS you use or how many Apple products you own and use, they required knowledge of Windows... which gave me an idea of the kind of customers I would be dealing with.

"Where's the Start key?"

Sorry the job wasn't for you man, I was just hired for the At Home Advisor program in May of 2013, and it's by far the best job I've ever had. Obviously you have to be available to work part-time hours, have you ever not had a job where you had to be available to work? No offense, I'm just not sure how that was a negative for you. Yes, a landline is required as well, but I feel like this is also a given. You can't take phone calls without a phone, and its not like you can use a cell phone. I would like to point out though that you are reimbursed for your phone bill every month, so that point is essentially irrelevant. Also, I'm not sure what you consider good pay, but I can say I started off at over $12 an hour with absolutely zero tech support or customer service experience. Granted, I am an engineering student and I've always been fluent with technology, so I was able to sell them on my problem solving abilities. While the pay might not be "great", I make more than any of my friends in college, while working less hours, better hours (I choose the hours I work), and get great benefits, all for a job that is not difficult and is a joy to do. Speaking of benefits, we obviously get the standard 25% employee discount on all Apple products, 15% off 3rd party accessories, and $250 off an iPad or $500 off a Mac every 3 years (just got a 15" MBPr for the price of a MBA). What I wasn't expecting, was the great discounts and free items from 100+ other companies. Not to mention full health/dental/vision (my mom sells health insurance for a living, and she thought something was wrong because Apple's insurance policy was almost to good to be true), 401K, stock matching program, etc. You really can't beat it. I wasn't very optimistic about getting the job due to my lack of experience, but that's no problem for Apple! Sure, training was full time for a month, but they keep it fun and energized, and they do a fantastic job of teaching you if your willing to learn. I came in without a clue, and within a month of being on the phones, I was ranked in the top 10% of advisors in my role (which is quite a lot as you can imagine). This is not meant to be boastful in anyway, I just love my job and encourage anyone who is remotely interested in it to give it a shot.

On a final note, the portion about requiring Windows knowledge is completely and utterly false. I haven't owned (or used for more than 5 minutes at a time) a Windows machine in 6 years. It was never even mentioned in the interview, and most people I work with have extremely limited experience/knowledge with Windows. Why would an Apple Advisor need experience with Windows? We don't support Windows outside of iTunes, and most of our customers are not new to Apple, so why would we need to know about Windows? It might have not been the job for you, but I don't want people to be persuaded by misinformation.

Amen! Being mid-30's, my friends and I often discuss how we're "in between" the age demographics of tech savvy and tech dependent. It's sad how many college graduates lack social skills necessary in work and life (horror stories from H.R. friends). Anti-social networking and a dependence on tech to create a "perfect" edited persona have created a world of false idealism with a crispy anti-social coat.

Great quick video on this topic, very eye opening:

Loneliness Illustrated So Beautifully You Will Need To Tell Someone (http://www.upworthy.com/loneliness-illustrated-so-beautifully-you-will-need-to-tell-someone?g=2)

Thanks for this great share, I posted it to my wall. I have been going in and out of Facebook precisely for this reason and someday, I will just bag it. Some of my high school buddies seemed to have retired by now and spend hours on end posting pretty pictures and/or inspirational quotes Ad nauseum that I have to sift through miles of their posts just to find out news about others I am interested in. We have lost the ability to relate to each other in person and frankly in clear and cogent writing.

Regarding Apple Support's chat feature, that there is indeed a real person on the other end, maybe taking advantage of the different time zones the call centers are located in and that if an issue gets too difficult, you have an option of speaking to a live person. I have found Apple Care to be invaluable, and quite a different service experience from other large corporations.

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